Despite the investment in self-service solutions, organisations still experience high call volume. In fact, statistics show that about 82% of customer interactions are still ending up in the contact centre. The problem? Consumers are bypassing the digital self-service solutions and opting to call instead.
In this webinar we look at how to drive adoption of your self-service assets to lower inbound call volume. We’ll explore how to drive voice callers into digital channels.
Topics Discussed
- Driving self-service adoption
- Increasing call containment
- Providing an effortless and personal customer experience
- Voice and digital channels
- Natural Language with traditional flow driven approaches
- Agent Desktop Automation
- Top Tips from the audience
Panellists
Phil Anderson
The Forum
Rich Garrett
Jacada
Jonty Pearce
Call Centre Helper
This webinar was brought to you by Call Centre Helper and is sponsored by Jacada
